Customer Service Coordinator, Sales
PetroSA
Cape Town, South Africa
03.2012 - Current
- Coordinate and perform the execution of customer orders by capturing orders, amending orders, allocating/reconciling customer payments (in conjunction with treasury and accounts receivable), and releasing orders to ensure that the customer receives the product ordered accurately, efficiently, and in a timely manner.
- Coordinate, perform, and maintain the customer relationship management process for internal and external customers by ensuring all customer disputes, queries, complaints, general customer dissatisfaction, and information requests are actioned in a timely manner to ensure a quality customer service experience.
- Maintain all customer relationship management (CRM) systems by ensuring customer details are accurately captured and maintained in the applicable systems.
- Identify risks and update the Customer Service Manager to ensure that all potential risks are identified and mitigated accordingly in a timely manner.
- Adhere and comply with all divisional and departmental policies, procedures, and work practices in compliance with PetroSA's policies, procedures, work practices, and all applicable legislation to ensure efficient and effective service delivery.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Coordinated logistics for customer orders.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.